Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.
Summary of the role:
As the Head of Operations, you will lead the Customer Contact Centre, upholding exceptional service standards, prioritising customer satisfaction, and driving outcomes that align with SLAs and regulatory requirements. You will set strategic direction, collaborate with senior stakeholders, and champion a world-class customer experience. You'll foster a high-performance culture, drive continuous improvement, and engage colleagues to achieve exceptional results. A key focus will be building strong client relationships, supporting business growth, and ensuring compliance with FCA principles. This role offers a unique opportunity to drive operational excellence within Diligenta, enhancing client satisfaction and fostering a culture of continuous improvement. You will deliver meaningful outcomes for customers and colleagues, while contributing to the growth and success of the organisation. 33 days including Bank Holidays Eligibility for an annual discretionary bonus scheme Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services) Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods Cycle to Work Scheme & Interest free Season Ticket loans A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection Apply to find out about our other benefits What you'll be doing
Enabling efficiencies and improvement to service through the embedding of Operational Excellence. Managing and co-ordinating robust budgetary control to provide clear visibility of the commercial position for the contact centre. Driving profitability improvements through effective manpower planning and improving the key metrics that improve profitability. Driving a culture of acting in our customers best interests, driving good customer service outcomes and taking action to reduce poor outcomes. Ensuring that the business area achieves performance targets/service levels and standards, ensuring regulatory compliance and legal obligations are met in line with quality expectations. Implementing service improvement that are informed by customer outcome monitoring, data and analytics. What we're looking for
A proven record of a thorough understanding of Voice and their role within the organisation. A candidate who is Skilled and credible in advising others on people management with the proven ability to secure and analyse a range of quantitative and qualitative information and use this in developing appropriate strategies, plans, policies and solutions that meet client, individual and organisational needs. A confident communicator, with an ability to display exceptional written and verbal communication skills with sufficient credibility, A strategic thinker that can provide advice, develop options, analyse risks, make good judgements, and solve problems. Knowledge of Customer Service (including front, back office and complaints) environments within financial services or other regulated sectors, managing operational teams and the day-to-day operations management techniques with the ability to quickly understand and deploy the techniques that are a fundamental part of Diligenta's proposition. If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know. Ready to take the next step in your career? Apply today and become part of our innovative team!
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As the Head of Operations, you will lead the Customer Contact Centre, upholding exceptional service standards, prioritising customer satisfaction, and driving outcomes that align with SLAs and regulatory requirements. You will set strategic direction, collaborate with senior stakeholders, and champion a world-class customer experience. You'll foster a high-performance culture, drive continuous improvement, and engage colleagues to achieve exceptional results. A key focus will be building strong client relationships, supporting business growth, and ensuring compliance with FCA principles. This role offers a unique opportunity to drive operational excellence within Diligenta, enhancing client satisfaction and fostering a culture of continuous improvement. You will deliver meaningful outcomes for customers and colleagues, while contributing to the growth and success of the organisation. 33 days including Bank Holidays Eligibility for an annual discretionary bonus scheme Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services) Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods Cycle to Work Scheme & Interest free Season Ticket loans A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection Apply to find out about our other benefits What you'll be doing
Enabling efficiencies and improvement to service through the embedding of Operational Excellence. Managing and co-ordinating robust budgetary control to provide clear visibility of the commercial position for the contact centre. Driving profitability improvements through effective manpower planning and improving the key metrics that improve profitability. Driving a culture of acting in our customers best interests, driving good customer service outcomes and taking action to reduce poor outcomes. Ensuring that the business area achieves performance targets/service levels and standards, ensuring regulatory compliance and legal obligations are met in line with quality expectations. Implementing service improvement that are informed by customer outcome monitoring, data and analytics. What we're looking for
A proven record of a thorough understanding of Voice and their role within the organisation. A candidate who is Skilled and credible in advising others on people management with the proven ability to secure and analyse a range of quantitative and qualitative information and use this in developing appropriate strategies, plans, policies and solutions that meet client, individual and organisational needs. A confident communicator, with an ability to display exceptional written and verbal communication skills with sufficient credibility, A strategic thinker that can provide advice, develop options, analyse risks, make good judgements, and solve problems. Knowledge of Customer Service (including front, back office and complaints) environments within financial services or other regulated sectors, managing operational teams and the day-to-day operations management techniques with the ability to quickly understand and deploy the techniques that are a fundamental part of Diligenta's proposition. If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know. Ready to take the next step in your career? Apply today and become part of our innovative team!
#J-18808-Ljbffr
